Patient feedback

You have the right to:

• Receive respectful, high-quality care that is free from discrimination, abuse, and harm
• Submit concerns or feedback to clinic management and receive a timely response and, if required, follow-up
• Have your personal health information be protected; your personal health information is collected, used, and disclosed in accordance with the Health Information Act.
• Say yes or no to any care or service and be involved in your own care or the service
• Bring someone you choose to attend your appointment with you if necessary
• Have someone of your choosing help you with decision-making if you are unable to make decisions on your own
• Ask us for help accessing support so you can make an informed decision
• Ask questions about your care or service, including the name and role of the person providing your care or the service, and our clinic policies and procedures
• Decline to participate in medical research if ever requested

You are responsible for:

• Supporting a respectful and safe environment for everyone in the clinic
• Providing a valid Alberta Personal Health Number; patients without a valid Alberta Personal Health Number may be charged the cost of the visit. Costs may also apply for uninsured services provided that are not covered by the Alberta Health Care Insurance Plan.
• Confirming that your contact information is accurate and up to date
• Understanding visits to our clinic do not make you a permanent patient of the Primary Care Centre nor the doctors within
• Telling staff or the doctor if you have a question or concern
• Letting us know if you are unable to attend an appointment so the time is used for another patient
• Understanding your visit notes will be sent to your family doctor after your appointment at the Primary Care Centre to maintain continuity of care

We will listen and respond with privacy and respect.

If you have a concern, we will talk with you, investigate, and address the issue. After the investigation, we will provide you with a written response about the actions taken and outcomes. We aim to complete the process within 30 working days. If we expect a more extended process, we will explain why and the projected date.

We protect patients’ privacy per the Health Information Act and the Personal Information Protection Act. Feedback submitted through the online form is password protected and encrypted. The feedback platform adheres to all Canadian regulations for privacy and security.

We only use personal or health information connected to your feedback for tracking, follow-up, and communications about your comments. We collect the information following Section 11 (2) of the Personal Information Protection Act and under the authority of Section 20(b) of the Health Information Act.

Our management team reviews all feedback and will support you through the process. If you do not wish us to contact you, we will not.

The Patient Concerns Resolution Process Regulation protects your right to raise concerns with health services. You also can contact the Alberta Ombudsman (403.297.6185 or 780.427.2756) to ask for an external review if you feel our process was unfair.

Yes. However, if you raise a concern on someone’s behalf, we must have the patient’s permission to investigate and share their information. We will provide the patient with a consent form to record their choice in such cases. If you are an alternate decisionmaker for the patient, we may request supporting documentation.